On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote: > On Tue, Jul 12, 2016 at 7:02 PM, Nilesh <[email protected]> wrote: > > > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <[email protected]> wrote: > > > >> On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > >> > I don't think that's going to help me. > >> > Let me give you a scenario: > >> > > >> > Person A sends a mail to my queue with B and C in CC. RT sends > >> autoreply to > >> > all of them. Then B thinks there should be something added so he > >> replies to > >> > A's mail instead of autoreply mail. > >> > Now I have 2 different tickets created for the same subject by A and B. > >> > > >> > >> Hi Nilesh, > >> > >> The 2nd Email should include an In-Reply-To: header that can be used > >> to link it to the 1st Email's ticket. > >> > >> Regards, > >> Ken > >> > > > > Does the default RT strip that off? Because I'm not seeing in one recent > > duplicate created in the manner I described. > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is there > some documentation about this header?
Hi, You can look at the RFC's, but that was the header that provided the most value in reducing duplicate tickets. Regards, Ken --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
